Diligent Corporation
SystemAdministrator
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“System Administrator at Diligent Corporation. Skills: Genesys Cloud CX, Operational processes, Reporting. Support Genesys Cloud CX administration. Maintain platform configurations”
What You'll Achieve.
Ensure systems are maintained; Ensure data is accurate; Ensure day-to-day operations run smoothly
What They're Looking For.
Must Have
1+ year experience in a contact centre, operations, or systems support role, Exposure to Genesys Cloud CX or a similar contact centre platform (e.g., basic configuration, user setup, queue management), Comfortable working with data and reports, with working knowledge of Excel or Google Sheets (e.g., filtering, pivots, basic analysis), Basic understanding of contact centre metrics (SLAs, service levels, AHT, volume) and how they relate to daily operations, Ability to follow structured processes, execute tasks accurately, and escalate issues when required, attention to detail and organisational skills, Clear communicator who can work effectively with both technical and non-technical stakeholders
Nice to Have
Exposure to contact center admin tools, Exposure to Salesforce or similar CRM tools, Experience supporting reporting or operational processes in a support environment, Familiarity with documenting processes or maintaining internal knowledge bases, Experience in a SaaS or multi-region support environment is beneficial
What You'll Do.
Support Genesys Cloud CX administration
Maintain platform configurations
Support reporting needs
Carry out routine operational tasks
Assist in maintaining IVR flows
Prepare and maintain operational reports
Execute routine support operations tasks
Monitor system and operational performance
Support testing and rollout of changes
Maintain clear documentation
How You'll Work.
Team & Collaboration
Collaborate with Customer Support, Workforce Management, and BT teams
Communication Scope
Clear communicator who can work effectively with both technical and non-technical stakeholders
Full Job Description
The Business Technology (BT) Applications & Support Operations team supports the core tooling and operational processes behind Diligent’s global contact centre, including Genesys Cloud CX, Salesforce, and the reporting stack. The team works closely with Customer Support leadership, Workforce Management, and other BT teams to ensure systems are maintained, data is accurate, and day-to-day operations run smoothly. As a System Administrator, BT Applications & Support Operations based in Galway, you will focus on the execution and support of Genesys Cloud CX administration and operational processes. Reporting to the Manager, Business Technology Applications, you will assist in maintaining platform configurations, supporting reporting needs, and carrying out routine operational tasks to support global Support teams. Key Responsibilities Support the administration of Genesys Cloud CX, including updates to queues, skills, routing configurations, and user access under guidance from senior team members. Assist in maintaining IVR (Architect) flows and telephony configurations, including implementing defined changes and updates. Prepare and maintain standard operational reports and dashboards (e.g., SLAs, wait times, volumes) using existing tools and templates. Execute routine support operations tasks such as queue and skill updates, user provisioning, schedule adjustments, and documentation updates. Monitor system and operational performance, flagging issues such as routing inconsistencies, access problems, or data discrepancies to the appropriate teams. Support testing and rollout of system or process changes by following defined procedures and documenting outcomes. Collaborate with Customer Support, Workforce Management, and BT teams to ensure requests and updates are completed accurately and on time. Maintain clear documentation of configurations, processes, and standard operating procedures. Assist in the scope, design, and implemention of AI-powered solutions to automate
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